Tech lead - instant Ink

Hp; Bengaluru; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

HP Inc. Bengaluru is seeking a Tech Lead - Instant Ink to independently handle complex customer issues, resolve advanced hardware and software problems, and provide in-depth responses about services and products.

You will guide customers, maintain relationships, and mentor junior staff while contributing to process improvements. The role requires extensive experience in remote support, ITIL practices, and strong knowledge of Windows, Linux, and cloud tools like Azure.

Qualifications

• 8+ years of related work experience, preferably in remote or on-site support environments.
• Experience handling complex customer issues related to hardware and software.

Responsibilities

• Address complex customer issues independently and adhere to protocols.
• Resolve technical problems related to hardware and software through direct customer interactions.
• Provide comprehensive responses about services, products, and technical matters.

Skills

Active Directory

Agile Methodology

Automation

Computer Hardware

Computer Science

Desktop Support

Help Desk Support

ITIL

ServiceNow

Windows 10

Operating Systems

Peripheral Devices

Scripting

Azure

Office 365

Windows Server

Education

High School Diploma/GED

Tools

Microsoft Azure

Microsoft Office 365

Linux

ServiceNow

Job description

Tech lead - instant Ink

Job Summary

• This role is responsible for independently handling complex customer issues, resolving intricate technical problems related to hardware and software, and providing comprehensive responses about services, products, and technical matters. The role guides customers proactively and maintains customer relationships, while also coordinating work and leading complex requests. The role also contributes to process improvements, and mentors lower-level roles for optimal organizational performance.

Responsibilities

• Addresses complex customer issues independently, ensuring adherence to established protocols.
• Resolves difficult and complex technical problems related to hardware and software through interactions with customers and proactive notification systems.
• Provides comprehensive responses to questions about services, products, technical matters, and customer relations, including features, specifications, and repairs, for both current and obsolete products, components, and options, in alignment with customer entitlement, such as warranty coverage through mission-critical support.
• Guides customers proactively to mitigate or prevent the occurrence of problems, while also participating in initiatives aimed at enhancing processes or ensuring quality improvements.
• Establishes and maintains trusted relationships within customer accounts across the spectrum of technical users.
• Provides resolutions and feedback by performing root cause analysis of outages and trends to address issues promptly and effectively.
• Coordinates departmental work, identifies improvement opportunities, and ensures effective business controls for streamlined processes.
• Leads and assigns responsibilities for complex requests, contributing innovative concepts, and implementing changes for process improvement.
• Proactively monitors and troubleshoots complex problems, collaborating with exempt-level employees to develop recommendations.
• Analyzes tasks, collaborates with internal partners, and provides mentoring and guidance to lower-level roles, aiming to enhance organizational performance.

Education & Experience Recommended

• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
• Typically has 8+ years of related work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.

Preferred Certifications

NA

Knowledge & Skills

• Active Directory
• Agile Methodology
• Automation
• Computer Hardware
• Computer Science
• Desktop Support
• Help Desk Support
• Information Technology Infrastructure Library
• Issue Tracking
• IT Service Management
• Linux
• Microsoft Azure
• Microsoft Office 365
• Microsoft Windows 10
• Operating Systems
• Peripheral Devices
• Scripting
• ServiceNow
• Technical Support
• Windows Servers

Cross-Org Skills

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope

• Impacts multiple departments and leads large, cross-division functional teams or projects.

Complexity

• Works on assignments that are highly complex in nature where a strong degree of initiative and technical knowledge are required to resolve problems.

Disclaimer

• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Job

Services

Schedule

Full time

Shift

No shift premium (India)

Equal Opportunity Employer (EEO)

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race,